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Yenjen474
Level 7

Wrong Roku device was received and cannot complete return process

My husband bought a Roku device and did not use our account when he bought it. The wrong product was sent to us. When I try to walk through the return process, the device will not show in our account since it is not attached to it. I don’t want to create a new account attached to him, and I don’t even know if that will connect to the purchase. I sent an email a couple of days ago and have only received a confirmation but I have not received a solution. What other options do I have to fix this problem? I could keep the wrong item but I will be losing money.

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1 REPLY 1
RokuMary-F
Roku Employee
Roku Employee

Re: Wrong Roku device was received and cannot complete return process

Hi @Yenjen474,

Thanks for reaching out to the Roku community!

I can see that you’ve been in contact with our support team regarding your order issue. Rest assured that I’ve escalated the Support request.

We sincerely appreciate your patience. Keep an eye on your email, a member of our support team will be in contact.


Best regards,
Mary

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